Testing an AI agent tells you whether it is safe. Running customer care also needs the place where conversations land, the record of who each customer is, and the reports that show how the team is doing. In the second half of September, Gauntlet gained all three. This post collects what shipped from 16 to 30 September 2026.
Gauntlet Engage: one place for every conversation
Engage is the customer-care package: a branded website chat plus Telegram, Messenger and WhatsApp channels, with queues, agent states (including Idle and Wrap-up), wrap-up codes and business hours. Live and historical reports show how your team is doing. Watch the Engage overview.
A day later came automation, switched on in Engage Setup → Automation:
- new chats go to the least-busy available agent
- the AI can reply on the customer's own channel when no agent answers first
- strongly negative messages open an urgent case
Gauntlet CRM: the record that fills itself in
Contacts with a timeline across every channel (calls included), cases, notes and tasks. The CRM fills itself in from your Engage conversations, so an agent opening a contact sees what already happened. Watch the CRM tour.
For contact centres there is an open contact-centre API: look up a caller for screen-pop, record interactions with call details, read and write contacts and cases, and receive signed webhooks when things change.
Cortex: ask your own data, and see the evidence
Cortex is an assistant that answers questions from your own account data and acts through steps you can see. It drafts, but never sends anything on its own. Every Cortex answer must point to what it looked at in your data; an answer without that evidence is not shown. Watch Cortex.
Reports you can check
Every number in Reports is exact and comes from recorded events, never sampled, and a CSV download always matches the screen. A new help article explains how each figure is counted. Watch the reports tour.
Also in this period
- Always the latest console: the console is no longer kept in your browser's cache, so you get the newest version as soon as it is released.
- Industry demo videos: new demo videos for banking, retail, travel, healthcare and more, an end-to-end demo film and a step-by-step walkthrough. Watch the end-to-end demo.
Try it
Gauntlet is in public beta. Start a free trial at gauntlet.unisonai.com, or read why we think assurance should be independent in Why the vendor who builds your bot should not be the one grading it.